Client Engagement Manager

The opportunity: 

We are seeking a seasoned and proactive Client Engagement Manager to join Flexport’s dynamic team. This senior role is pivotal to our mission of ensuring merchant success and driving sustainable growth in our fulfillment services. As a Fulfillment Client Engagement Manager, you will act as a trusted liaison between our merchants and all internal Flexport teams, ensuring seamless communication, strategic alignment, and operational excellence. Your primary responsibility is to support merchant retention and satisfaction, working collaboratively across departments to build and implement strategies that drive value for our clients and strengthen long-term relationships. This position requires both high-level strategic insight and hands-on execution skills, ideal for a professional eager to make a meaningful impact on client success.

You will:

• Establish and nurture strategic, long-lasting relationships with key merchants, ensuring they feel valued and supported throughout their Flexport journey.
• Act as the primary point of contact for merchants, anticipating their needs, resolving inquiries, and proactively addressing concerns to enhance their experience with Flexport.
• Serve as an advocate for the client within Flexport, ensuring their priorities and goals are represented across teams.
• Drive merchant success through tailored retention strategies and by identifying growth opportunities within each client’s business.
• Collaborate closely with merchants to understand their evolving business goals, aligning Flexport’s fulfillment solutions with these objectives to ensure a positive and scalable partnership.
• Proactively seek opportunities to upsell and expand product/service offerings in ways that benefit the client and foster long-term relationships.
• Educate merchants on the full capabilities of Flexport’s product and service suite, ensuring they are aware of features that enhance efficiency and fulfillment outcomes.
• Lead initiatives to drive adoption of new Flexport tools, services, and updates, empowering merchants to fully leverage Flexport’s capabilities.
• Regularly monitor client-specific metrics to identify trends, areas for optimization, and potential pain points.
• Use data-driven insights to provide recommendations that enhance performance and maintain operational excellence across client accounts.
• Collaborate cross-functionally to address any challenges, ensuring a streamlined and positive fulfillment experience for merchants.
• Work closely with Sales, Operations, Product, and other internal teams to create a seamless client experience, delivering integrated solutions that support client growth and satisfaction.
• Communicate client needs, industry trends, and competitive insights to relevant teams, influencing product roadmaps and service enhancements.
• Drive internal alignment around client goals, advocating for the merchant's best interests to improve service quality and operational alignment across Flexport.

You should have:  

• A Bachelor’s degree in Business, Supply Chain Management, or a related field.
• Significant experience in account management or client success, ideally within logistics, supply chain, or fulfillment industries, with a demonstrated ability to manage and grow large accounts.
• Strong knowledge of e-commerce fulfillment processes and an awareness of emerging industry trends.
• Exceptional communication and interpersonal skills, with a proven ability to build rapport and influence cross-functional teams.
• Strong analytical skills and an ability to interpret data to make informed, strategic recommendations for improvement.
• Proactive problem-solving and strategic decision-making skills, comfortable with both high-level strategy and tactical execution.
• A “compliance-first” mindset, understanding the importance of regulatory adherence in a highly regulated environment and ensuring Flexport’s practices meet or exceed standards.

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